We're hiring a Customer Experience Manager for a fast growth direct to consumer start-up, based in London with hybrid working. This company is one of the fastest growing in the UK, they're profitable and they have ambitious plans to continue scaling over the next few years, which includes new market and product launches. This is a brand new role, that will work closely with the founder and directly oversee a growing customer service team. This role offers loads of autonomy and clear opportunity to progress & take on more responsibility as they continue to scale. Responsibilities Oversee daily operations of the Customer Support team, handling complex inquiries, subscription issues, and communications Develop and refine customer service processes to improve response times, satisfaction, and efficiency Monitor and enhance key support metrics, identifying trends and implementing strategies to improve customer retention. Lead, train, and coach the CS team, ensuring high performance and a customer-centric culture through regular feedback and performance management. Drive customer retention via proactive support initiatives, win-back strategies, education programs, and identifying sales opportunities within support interactions. Act as the customer advocate, providing feedback to Product, Marketing, and Operations teams to improve the overall experience. Manage and optimize the help centre, ensuring self-service options are effective in reducing ticket volume. Develop customer feedback loops to identify common issues, product improvements, and potential churn risks. Skills Hands-on experience in customer support, managing teams and complex interactions. Data-driven approach to measuring and improving service performance. Quick adaptability to CS platforms with a focus on optimization. Proven ability to implement efficient support workflows. Strong leadership, coaching, and team development skills. Applicants should have 3/4 years in customer support within D2C/e-commerce Track record of improving key support metrics in a fast-paced environment. Experience managing 5 support agents and scaling support operations. Experience with support automation and process optimization. Experience working in a start-up beneficial Salary up to £55.000, plus great benefits.